场馆服务管理者应向一线员工授予适当的权力,使员工有足够的信心和权力处理服务中的各种问题,以减少突发事件发生时员工上报及管理层决策的反应时间,提高顾客对服务回应的感知价值。 Venue service managers should give first-line employees appropriate powers to enable employees to have sufficient confidence and power to deal with various problems in service so as to reduce the response time of employee reporting and management decision-making when unexpected incidents occur, and to improve customer service The perceived value of response.